Job Description

An introduction to the role

The Head of Operations will play a critical role in leading the Operations Teams at both Johnsons and Whittles to deliver growth whilst continuously improving operational performance. As a member of the Senior Leadership Team (SLT) you will work with senior colleagues to deliver and monitor our strategy. Reporting to the General Manager, you will oversee operational performance as well as actively looking for innovative ways to improve further.

This role requires strong leadership, strategic thinking, operational acumen, cost focus and the ability to drive process improvements to enhance overall efficiency. Our culture is such that you will be able to balance both a strategic and hands on approach to your role, providing role model performance to your team and the wider business.

Key Responsibilities

Operational Leadership

Support managers in decision making and ensuring that a positive, pro-active, 'can do' attitude is embedded in all aspects of company decision making.

Provide line management to the Operations Manager, Training Manager and Compliance Officer.

Ensure regular 121's happen for all team members and robust annual reviews take place.

Oversee daily operational activities for Johnsons & Whittle Coaches to ensure efficiency, compliance, and high service standards.

Develop and implement strategies to improve operational processes and cost efficiencies.

Work collaboratively with department managers to ensure smooth communication and coordination across the business.

Ensure customers and clients receive high service delivery standards, reacting quickly and professionally when things go wrong to maintain satisfaction.

Develop governance around our relationships with sub-contractors to ensure best value decision making whilst ensuring and our customers receive the same high standards when travelling on contracted in services.

Actively develop ways to reduce risk by focussing on preventative measures.

Ensure full compliance with all Operator Licence requirements.

Ensure all operations comply with relevant transport legislation and safety regulations, both internal and external.

People Management & Leadership

Lead, motivate and support your direct reports and wider operational teams.

Foster a positive working culture, ensuring high levels of staff morale and engagement.

Lead on driver communication, chairing regular meetings and ensuring actions are followed through.

Ensure your team understand relevant KPIs and work collaboratively to achieve / exceed targets.

Customer Service & Performance Improvement

Monitor customer feedback and implement changes where necessary to improve service levels.

Drive initiatives to enhance passenger experience and operational efficiency.

Develop and implement KPIs to track and improve operational performance.

Driver Training Management

Lead the driver training team to ensure that all statutory, specific and practical training is successfully provided for new and existing drivers.

Measure and evaluate training to ensure effectiveness.

Regularly review onboarding pathways for new drivers to ensure operational needs are balanced with quality of induction.

nancial Responsibility

Support compilation of your departmental budget and forecasts throughout the financial year

Manage your P&L closely, identifying cost reduction opportunities

Scrutinise departmental expenditure to ensure value for money

Identify opportunities for revenue growth and efficiency improvements.

Location and Hours of Work

Location: Johnsons & Whittle Coaches

Hours: Core hours of 08:00 to 16:00 however flexibility is required at this senior level so you will be expected to vary these

Duty Manager Cover: Required as part of role responsibilities

Job Types: Full-time, Permanent

Pay: 50,000.00-55,000.00 per year

Additional pay:

Bonus scheme
Benefits:

Employee discount Free parking On-site parking
Schedule:

Monday to Friday Weekend availability
Work Location: In person

Application deadline: 11/07/2025